A Tier 1 multinational bank selects Business Systems to manage major legacy call recording project


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Business Systems implements the Vocal Wordwatch portal to help the bank meet its regulatory obligations

Business Systems (UK) Ltd, the UK’s leading independent call recording and workforce optimisation specialist, today announced the successful deployment of the Vocal Wordwatch portal by a major multinational financial institution. Vocal Wordwatch is a cutting edge virtualised playback portal that enables organisations who store their recordings for compliance purposes, to search, replay and export all legacy audio files with their metadata from different voice recording systems, regardless of location, manufacturer or file format.

The customer, a Tier 1 American multinational bank with operations in more than 30 countries around the world, has deployed Vocal Wordwatch in order to manage its increasingly problematic estate of legacy call recording systems and meet the different compliance needs governing its international operations.

Two years ago the bank was facing a growing number of issues that hindered the availability and integrity of its old recordings, which had to be kept for at least another 5 years for compliance purposes. The end-of-life and end-of-support deadlines of both the recorders and the operating system, as well as the different makes and locations of the systems, were making it difficult for the bank to find a solution that would address all the issues without risking the corruption or loss of the audio files.

Business Systems was one of the solution providers contacted by the bank, and the only one to offer a viable, low risk and future proof solution that met all the requirements whilst still being cost effective. To date Business Systems has helped the bank successfully migrate more than 50 million recordings from 6 different legacy call recording systems located in 5 countries –all through the Vocal Wordwatch portal and controlled at one central location.

“With Vocal Wordwatch the bank is able to decommission the aging voice recorders and successfully address many risk, performance and cost related considerations. The success of this project is underlined by the fact that we are now in the process of extending the scope of our cooperation to include additional regions and systems.” commented Stephen Thurston, Founding Director at Business Systems.

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About Business Systems (UK) Ltd (www.businesssystemsuk.co.uk)
Business Systems is the UK’s largest independent provider of call recording and workforce optimisation solutions to organisations with critical phone-based interactions including Financial Institutions, Public Organisations, Emergency Services and many in-house and outsourced customer service centres. Solutions range from basic call recording (on premise, hosted and mobile) through to quality monitoring, speech analytics and workforce management tools. The company ensures high quality and fit-for-purpose implementations with a range of value added services including project management, consultancy, integration, training, and technical support.

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